Hively » Leaderboard & Rankings

Is the WOW a ‘Fourth’ rating option?

admin — Wed, 18 Apr 2012 21:33:20 +0000

No. While team members do receive a badge, +1 point and extra recognition for receiving a WOW, the WOW itself is not a fourth rating option (rating state). We have designed the WOW to recognize exceptional service that stands out even more than making a customer happy. While it deserves extra recognition, it’s important the rating scale stay simple and weighted evenly with only 3 options.

How are users ranked on the leaderboard?

admin — Tue, 06 Dec 2011 18:33:48 +0000

Users are ranked on the Leaderboard according to their personal customer happiness score – highest to lowest. The user with the top score will be at the top and users descend from there based on their score.

Each time a user gets feedback they receive points like this:

Happy = 1 point

Satisfied = 0 points

Unhappy = -1 point

WOW = +1 point

These points total into a personal happiness score for each user. The user with the most points will have the top score.

You can filter the Leaderboard page by ‘Last 7 Days,’ ‘Last 30 Days,’ and ‘All Time.’ The top score holder and user rankings will re-total based on the page filter.

How often does the Top Score leaderboard email go out?

admin — Thu, 17 Nov 2011 04:29:24 +0000

Hively helps reward your top performing users by highlighting the user with the Top Score on a weekly or monthly basis. You can have this email sent every 7 days (on Monday’s), every 30 days (first of every month), or turn this notification off. This email is a great way to motivate your users to constantly seek customer feedback and improve their customer happiness score. It also highlights those that have worked hard to earn this top spot!

To change the settings on this notification, select Notifications from the main menu under User. Here you will see the ‘Leaderboard & Top Score’ notification option. Simply set this to Weekly, Monthly or Off based on your preference.

Is there a way to keep users from seeing information on other users?

admin — Thu, 13 Oct 2011 21:44:35 +0000

By default, each user can see the summary scores and % of rating types of other users on the Leaderboard page and via email. However, they can not see the details of the customer ratings on each users page. Only Account Administrators and Team Leaders can view this data.

However, if you would like to restrict the level of information visible to users, this can be done by selecting Profile from the main menu under Account. From here you can change the Team Member Access setting to a level that better fits your preferences.